Advanced Medical Support Assistant

Veterans Health Administration • Buffalo, NY

1d • Onsite

About The Position

The WNY VA Healthcare System is hiring an Advanced Medical Support Assistant (MSA) in the Health Administration Service department. The Advanced MSA provides specialized administrative patient support in an interdisciplinary coordinated care delivery model, coordinating with patient care teams to monitor clinic utilization and schedules and adjust clinic setups to meet clinic needs. The role involves supporting access to care across multiple clinics, specialties, and community care resources, applying administrative judgment and established policies and procedures.

The Advanced MSA communicates with patients and caregivers, interdisciplinary teams, VA medical centers, and outside agencies. The position requires tact, empathy, diplomacy, and compassion when assisting Veterans and family members, including those who may be frustrated or managing multiple health problems. The employee uses multiple computer applications and the integrated electronic medical record system, and handles scheduling, referrals, follow-up care, records, reports, telephone care, and customer service in accordance with VHA scheduling directives and HIPAA regulations. The role also requires maintaining knowledge of eligibility criteria, coordination processes, and the MISSION Act as it applies to Community Care, while adapting to changes in procedures.

The work schedule is Monday through Friday, 7:45 a.m. to 4:15 p.m. Telework is not available, and the position is not virtual. Relocation and recruitment incentives and permanent change-of-station authorization are not available.

Requirements

• U.S. citizenship is required, subject to the stated VA policy exceptions for non-citizens.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• One year of creditable experience equivalent to the next lower grade for the GS-06 Advanced MSA grade.
• Advanced knowledge of technical healthcare processes related to access to care, including coordinated care delivery, community care, and patient portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support patient care and team goals.
• Ability to independently prioritize and organize work to meet deadlines and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers in person, by phone, electronically, and in writing; this may include preparing reports, presenting data, and resolving patient concerns.
• Proficiency in spoken and written English.
• Must pass a pre-employment physical evaluation and background/security investigation; seasonal influenza vaccination is required for VA Health Care Personnel.
• Must complete online onboarding and applicable pre-employment identification and application requirements.
• Must serve a one- or two-year trial period, as applicable.
• Male applicants born after December 31, 1959, must meet Selective Service registration requirements.

Nice To Haves

• Call center experience.

Responsibilities

• Coordinate with the patient care team to review clinic utilization and appointment availability, monitor schedules and clinic setups, and make adjustments as needed.
• Maintain effective communication with patients, caregivers, interdisciplinary teams, VA medical centers, community medical staff, and other agencies.
• Receive and relay incoming and outgoing telephone messages.
• Check patients in and out of appointments; greet and direct patients within the hospital.
• Schedule return-to-clinic orders and cancel or reschedule appointments and clinics.
• Prepare clinic paperwork and process faxes, scans, and printed documents.
• Collect information from patients or their representatives for administrative processing, make referrals, and coordinate and monitor return appointments for inpatient and outpatient treatment.
• Use computer applications and the integrated electronic medical record system to enter information, manage patient systems, verify and validate information, and resolve issues.
• Process incoming patient secure messages through My HealtheVet and coordinate with care teams as appropriate.
• Participate in team huddles and meetings to share information, plan, solve problems, and follow up on patient care.
• Set priorities and deadlines and adjust work sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Monitor pre-appointment information and requirements to ensure readiness for visits or procedures.
• Evaluate patient information and clinic schedule lists to determine whether patients need immediate appointments.
• Inform team members about patients receiving care at multiple VA centers or through community care.
• Assist teams in reinforcing care plans and self-help solutions.
• Maintain knowledge of eligibility criteria, coordination processes, and the MISSION Act as it applies to Community Care, and adapt to process changes.
• Communicate tactfully and effectively in person, by phone, electronically, and in writing; prepare reports and present data as needed; resolve patient concerns.

Benefits

• Federal employee benefits package; specific benefits and eligibility depend on position type and should be confirmed with the hiring agency.
• Potential annual leave accrual credit for qualifying prior federal work or military service, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED